Checklist Service Level Requirements (SLR)

Checklist Service Level Requirements (SLR) - Template Service Level Requirements (SLR)

 

ITIL Process: ITIL Service Design - Service Level Management

Checklist Category: ITIL Templates - Service Level Management

Source: Checklist "Service Level Requirements - SLR" ITIL Process Map V2

 

The Service Level Requirements document contains the requirements of the IT Service from the client viewpoint; it is a for the Service Specification Sheet and the Service Level Agreement, which further expand the specifications shown here:

• Name of the Service
• Clearance information (with location and date)
  • Service Level Manager
  • Client
• Service description
  • Short description of Service
  • Users of the IT Service on the client-side
  • Breakdown of the offered Service into Service groups, e.g. along Infrastructure Components or IT Applications
  • For each Service group:
    • Which Services are offered, e.g.
      • Handling of Service interruptions (by telephone, by remote access, on site?)
      • User Services (user administration, installation, …)
    • What quality is required of the offered Services, e.g.
      • Service times
      • Availability requirements
        • Number of interruptions allowed
        • Availability thresholds (xx,xx %)
        • Downtimes for maintenance (number of allowed downtimes, pre-notification periods)
        • Procedure for announcing interruptions to the Service (planned/ unplanned)
      • Performance requirements
        • Required capacity (lower/upper limit) for the Service
        • Allowed workload/ usage of the Service
        • Response times from applications
        • Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification of Incidents)
      • Requirements for the maintenance of the Service in the event of a disaster